|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/salesforce-certified-field-service-consultant-questions/
课程评论：没有评论
**Salesforce Certified Field Service Consultant 认证课程摘要** 本Coursera课程旨在帮助学员准备Salesforce Field Service Consultant认证考试，该认证是评估在Salesforce Field Service（SFS）生态系统内实施和部署解决方案的能力。 **目标人群:** * 咨询顾问 * 系统管理员 * Salesforce合作伙伴 **背景要求:** * 对Salesforce Service Cloud和Salesforce Field Service有实践经验。 * 建议拥有1-2年业务分析师经验，1年以上现场服务行业经验，2年以上客户服务或支持角色经验。 **核心技能与知识领域:** * **现场服务全生命周期:** 理解从工单创建到服务完成的整个流程。 * **Salesforce产品差异:** 区分Service Cloud, Field Service, Experience Cloud, Knowledge, Sales Cloud等。 * **可扩展解决方案构建:** * 工单（Work Order）和派工单（Service Appointment）管理。 * 调度和优化。 * 资源和资产管理。 * 库存跟踪。 * 合同、保修和权利。 * 移动端用例和工作流程。 * 维护计划和客户服务报告。 **考试重点（不要求）:** * 与外部系统的集成。 * 自定义代码编写（Apex, LWC）。 * 车队优化策略。 * 移动设备管理（MDM）部署。 **考试详情:** * **题目数量:** 60道计分题 + 最多5道未计分题。 * **题型:** 多项选择/多项选择。 * **时长:** 105分钟。 * **通过分数:** 63%。 * **当前版本:** 对应Spring '23 release。 * **费用:** $200 USD (外加适用税费)。 * **重考费:** $100 USD (外加适用税费)。 * **考试形式:** 监考考试（在线或现场）。 * **不允许携带:** 任何材料或笔记。 **先修要求:** * Salesforce Administrator 认证。 * Salesforce Service Cloud Consultant 认证。 **考试大纲（主要内容）:** 1. **资源管理 (16%):** * 设置和管理团队 (Crews)。 * 服务资源类型及其使用场景。 * 服务区域（Service Territories）及其成员的推荐。 * 工时单（Time Sheets）、工时记录、服务资源和工单之间的关系。 * 技能（Skills）、技能级别（Skill Levels）和时间技能（Time-based Skills）的使用。 * 服务资源、客户、工单和派工的营业时间（Operating Hours）设置。 * Salesforce Field Service 许可证类型及其部署。 2. **工单管理 (23%):** * 配置工单流程、参数和工单类型（Work Types）。 * 推荐合适的服务资源偏好（Resource Preferences）。 * 应用工单所需产品（Products Required）。 * 工单项目（Work Order Line Items）的使用。 * 配置工单里程碑（Work Order Milestones）。 * 服务派工单、工单和工单项目之间的关系。 3. **调度与优化管理 (28%):** * SFS管理员的现场服务设置。 * 管理服务派工单（Service Appointment）的操作。 * 服务派工单在执行工单中的生命周期。 * 选择合适的调度策略（Schedule Policy）。 * 执行复杂工作的选项。 * 多日服务派工单与标准服务派工单的区别。 * 空中与街道级路由的区别。 * 合适的调度策略。 * 调度器控制台（Dispatcher Console）的过滤选项。 * 优化设置。 * 不同调度服务类型的选择。 * 不同优化服务类型的选择。 * DateTime跟踪字段的使用。 4. **移动配置 (10%):** * 执行客户签收流程的需求和工具。 * 配置Field Service应用以支持业务流程。 * Field Service Mobile 和 Salesforce Mobile 应用的功能差异。 * SFS Mobile 设置。 5. **库存管理 (8%):** * 产品消耗的价格手册模型。 * 库存模型。 * 退货订单（Return Order）的对象模型和流程。 6. **资产管理 (5%):** * 维护和更新资产及其关系。 7. **维护计划配置 (5%):** * 配置维护计划。 8. **权限与共享 (5%):** * SFS权限集（Permission Sets）类型的使用场景。 * 计划中的服务派工单如何与服务资源共享。 * 用户区域（User Territories）与服务区域的区别。
About the Salesforce Field Service Consultant CredentialThe Salesforce Certified Field Service Consultant certification validates a professional's ability to implement and deploy Salesforce Field Service solutions effectively. Earning this credential demonstrates consistent knowledge and skills within the Salesforce Field Service ecosystem.The certification is intended for consultants, administrators, and partners who configure and manage Salesforce Field Service within an organization.Who Should Take This Exam?This certification is intended for professionals with hands-on experience using Salesforce Service Cloud and Salesforce Field Service. Ideal candidates are involved in designing and deploying solutions that support business processes through the Salesforce Field Service managed package and the Field Service Mobile app.Recommended Experience:1-2 years as a business analyst1+ years in the field services industry2+ years in customer service or support rolesCommon Job Titles:ConsultantMobile Solution DesignerSystem AnalystTechnical ArchitectService Cloud AdministratorField Service Operations ManagerService Desk ManagerKey Skills and Knowledge AreasCertified candidates are expected to understand:The full field service lifecycleThe differences among Salesforce products (Service Cloud, Field Service, Experience Cloud, Knowledge, Sales Cloud)How to build scalable and maintainable solutions, including:Work order and service appointment managementScheduling and optimizationResource and asset managementInventory trackingContracts, warranties, and entitlementsMobile use cases and workflowsMaintenance plans and service reportingCandidates may need support with:Advanced scheduling and routing optimizationBest practices for managing service territoriesNot Required for the Exam:Integration with external systemsWriting custom code (Apex, LWC)Fleet optimization strategiesMobile device management (MDM) deploymentExam DetailsNumber of Questions: 60 scored + up to 5 unscoredFormat: Multiple-choice/multiple-selectDuration: 105 minutesPassing Score: 63%Exam Version: Aligned with Spring '23 releaseRegistration Fee: $200 USD (+ applicable taxes)Retake Fee: $100 USD (+ applicable taxes)Delivery Method: Proctored exam (online or onsite)Resources: No materials or notes allowed during the examPrerequisites:Salesforce Administrator credentialSalesforce Service Cloud Consultant credentialNote: Unscored questions are randomly placed and do not affect your score. These are used to evaluate potential future exam content.Exam OutlineThe Salesforce Field Service Consultant Exam measures a candidate's knowledge and skills related to the following objectives. A candidate should have hands-on experience implementing Salesforce Service Cloud and Salesforce Field Service solutions and have demonstrated the application of each of the features/functions below.Managing Resources: 16%Set up and manage crews.Determine how and when to set up different resource types.Given a scenario, recommend the appropriate Service Territories and their Members.Explain the relationships between time sheets, time sheet entries, service resources, and Work Orders.Demonstrate how to use skills, skill levels, and time-based skills.Show how to use operating hours for service resources, accounts, Work Orders, and booking appointments.Distinguish between Field Service license types and when to deploy them.Managing Work Orders: 23%Configure Work Order processes, parameters, and Work Types.Given a scenario, choose the appropriate Resource Preferences.Apply Products Required to a Work Order.Analyze how and when to use Work Order Line Items.Illustrate how to configure Work Order Milestones.Given a scenario, recommend the appropriate relationship between Service Appointments, Work Orders, and Work Order Line Items.Managing Scheduling and Optimization: 28%Understand different field service settings for SFS Administrator.Given a scenario, choose the appropriate action to manage a Service Appointment.Given a scenario, apply the appropriate lifecycle of a Service Appointment required to execute a Work Order.Decide on the appropriate Schedule Policy to achieve the business requirements.Given a scenario, determine the appropriate option to execute Complex Work in SFS.Explain the difference between a multi-day Service Appointment and a standard Service Appointment.Outline the differences between aerial versus street-level routing.Given a scenario, determine the appropriate dispatch strategy for an organization.Compare different filtering options for the Dispatcher Console.Explain how to set up optimization.Given a scenario, decide the appropriate type of scheduling service to use.Given a scenario, decide the appropriate type of optimization service to use.Understand the usage of Salesforce Field Service for DateTime tracking fields.Configuring Mobility: 10%Assess the requirements and tools needed to execute a customer sign-off process.Given a scenario, configure the Field Service app to support key business processes.Distinguish between Field Service Mobile and Salesforce Mobile app capabilities.Understand the available SFS Mobile settings.Managing Inventory: 8%Given business requirements, distinguish the appropriate price book model for products consumed.Given business requirements, justify which define the applicable inventory model.Explain the Return Order object model and process.Managing Assets: 5%Apply procedural concepts to maintain and update assets and asset relationships.Configuring Maintenance Plans: 5%Permissions and Sharing: 5%Understand use cases for different types of SFS permission sets.Explain how scheduled Service Appointments are shared with service resources.Understand the differences between user territories and service territories.
